5.00
(1 Rating)

Customer Service and Telephone Etiquette

Categories: Skills Programmes
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About Course

What Will You Learn?

  • • What good and bad customer service is, and how this impacts on your organization.
  • • How to project an air of professionalism within your business.
  • • How customer loyalty depends on the behaviour of your employees.
  • • Communication skills that will encourage customer satisfaction and engagement.
  • • How to deal with customers from different generations.
  • • How to handle difficult customers and situations with a positive attitude.
  • • How to deal with expectations and perceptions surrounding service levels.

About the instructor

A

Course Curriculum

Module 1

  • Introduction
  • External Customers
  • Supercharged Customer Service
  • Who are our customers?
  • The 5 core principles of customer service
  • Competitors
  • Internal Customers
  • Service Limitations
  • Defining service standards and quality
  • Benchmarking
  • Developing a continuous improvement programme
  • Gap Theory
  • Customer relationship management
  • Complaints handling procedure

Module 2

  • Supercharged Sales Professional
  • Activity – Personal Sales Habits Questionnaire
  • Identifying sales opportunities
  • Who are our customers
  • 5 core principles of customer service
  • Who are our competitors
  • Including internal customers
  • Service limitations
  • Defining service standards and quality
  • Benchmarking
  • Developing a continuous improvement programme
  • Conducting Customer Research
  • Gap Theory
  • Handling customer complaints and compliments
  • Setting up a complaints handling procedure

Course Downloads

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Student Ratings & Reviews

5.0
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S
2 months ago
Taught me more about customer service.

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